Customer Support Analyst

SUMMARY

Goal-oriented Application Analyst with ** years of professional experience in transforming and modernizing IT processes to meet changing company and industry demands. Specializing in hardware, software, and networking solutions. Primary focus is utilizing broad IT industry knowledge and experience to resolve customer issues and challenges while achieving high customer satisfaction results. Employ a proactive approach and unique blend of technical, analytical, and relationship management skills to implement and resolve simple and complex IT challenges. SKILLS

• Lotus Notes

• Service Now Ticket System

• Care4 Access (LDAP)

• Exchange Management Console

• Auditing, Reporting & Monitoring

• Web Disclose

• EPSI

• ECW/E - Clinical

• Health Quest

• Internet Explorer

• Microsoft Management

• Active Directory Users &

Computers

• Permissions

(Explicit/Inheritance)

• Cerner Millennium

• PeopleSoft

• PACS

• Lawson

EXPERIENCE

ISD Senior Security Technician – Memorial Hermann – Houston, TX Aug. 2018 – Present

• Create and maintains computer system sign-on’s for internal & external customers.

• Troubleshoots problem tickets related to computer sign-on’s or system access.

• Provides technical & Professional leadership and mentoring to Security staff.

• Provides in-depth orientation and training for new Security staff.

• Participates in and supports ISD project as needed.

• Responsible for covering a 7x24 shift of on-call support.

• Daily Incidents/Work Order/TASK tickets come through Service Now Ticket System 50+.

• Reduces production incidents 20% by creating "problem tickets" for recurring/high-impact incidents to perform root-cause investigations and propose/implement solutions.

• Ability to work effectively and independently.

ISD LifePoint Security Administrator – Memorial Hermann – Houston, TX Feb. 2008 – Aug. 2018

• Implemented new internal clients supporting application LifePoint, with PathNet access an Org tool-granting employees’ access to various applications in Care 4 network.

• Establishes and maintains effective working relationship with clients.

• Shares acquired skills with team members through documentation and training.

• Building new facilities in LifePoint for access to MH systems.

• Maintains ongoing service relationships between IT and direct application customers by trouble shooting and on-call support during implementation.

• Works with Business Users to document business requirements and write corresponding functional and technical specifications for application changes.

• Management, Request Fulfillment, and Access Management for a high volume of end users.

• Works with compliance teams to ensure that all security related legislative requirements are met systematically.

• Grants appropriate levels of system access to authorized individuals.

• Determines appropriate resolution to end-user problems with the ability to differentiate between patient care and non patient care problems.

• Enforces HIPPA for all nonemployee and employees. Jennifer N. Thomas

JT ********.***********@*****.*** / Phone:281-***-**** ISD Customer Support Analyst – Memorial Hermann – Houston, TX June 2006 – Feb. 2008

• Coordinated efforts to help with problem identification resolution referenced to resolving hardware issues, operating system, and application challenges

• Supported multiple business units implementing troubleshooting methodology leveraging advanced knowledge of common applications including Microsoft Office suite, Cerner, etc.

• Triaged and diagnose all access related issues.

• Troubleshoots problem tickets related to computer sign-on’s or system access.

• Reduces production incidents 20% by creating "problem tickets" for recurring/high-impact incidents to perform root-cause investigations and propose/implement solutions. Tech Processor – Quest Diagnostics – Houston, TX Nov. 2004 – Feb. 2006

• Validated Client database management ensuring constituents correctly label client specimens.

• Received STAT call from agents needing specimen pulled for additional testing.

• Created client confidential test codes managing Lab Technician work schedules for testing and receiving Specimens.

EDUCATION AND TRAINING

Memorial Hermann Healthcare System- Houston, TX May 2016 CompTIA Security

Texas School of Business – Houston, TX April 2000

Medical Assistant Certification

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